constant issues with microsoft 365 family not working.

The issues described involve account- and billing-specific problems that require direct access to the Microsoft account and subscription, which cannot be done here. The supported next steps are:

1. Verify the subscription and account
   • Go to the Microsoft account Services & subscriptions page and confirm:
     • The correct Microsoft account is being used.
     • The Microsoft 365 Family subscription shows as active, not expired, suspended, or cancelled.
   • If the subscription shows “Turn on recurring billing,” it will expire on the date shown and no further action is needed for cancellation, but it will not function if already expired.
2. Check why charges and subscription status don’t match
   • If money was taken but the subscription still shows as unpaid or cancelled, possible reasons include:
     • Payment or cancellation occurred too close to the billing date.
     • The charge is associated with a different Microsoft account.
   • Use the Manage your payments area of the Microsoft account dashboard to investigate any charge that is not recognized or does not match the visible subscription.
3. Fix subscription/payment problems that block Office apps and email
   • If Office apps show subscription warnings or “Account Notice” messages, this is often caused by payment issues (declined, expired, or cancelled card). When this happens, the subscription can become expired or suspended, and Office may eventually go into reduced functionality mode where documents can be opened and printed but not edited or created.
   • Once billing issues are resolved and the subscription is active again, the Office apps should reactivate. If not, follow the activation and subscription error guidance from the Office support articles referenced below.
4. Request refund or further billing help
   • For the earlier payment that was refunded and the recent payment where the subscription was cancelled after being told to contact the bank, use the official refund and billing paths:
     • Review the refund options and eligibility for Microsoft 365 subscriptions using the refund article.
     • If a refund is appropriate but not yet received, or if there are duplicate or incorrect charges, contact Microsoft Billing Support so an agent can review the account and payments.
5. When cancellation is needed
   • If the current subscription is in a bad state and needs to be cancelled before starting again cleanly, follow the cancellation steps in the Microsoft 365 cancellation article, including turning off recurring billing and ensuring no overdue balance remains.

Because the situation involves:

• Multiple payments and refunds,
• A subscription that shows as unpaid or cancelled despite charges,
• Inability to sign in and send email,

it must be handled by Microsoft Support with access to the account, payment history, and subscription status. Use the Contact Microsoft Support flow described in the referenced Q&A answers to reach Billing Support (via chat or callback), sign in with the affected Microsoft account, select Microsoft 365 as the product, and choose a billing/subscription category so an agent can:

• Confirm which Microsoft account holds the active subscription (if any),
• Correct any suspended/expired state caused by payment issues,
• Verify and process any refunds that are due,
• Restore access to Microsoft 365 Family and associated services (Word, Outlook email, OneDrive) once billing is fixed.

References:

• Unable to cancel your Microsoft subscription
• Why am I still being charged after cancelling my Microsoft subscription?
• How to get a refund on a Microsoft subscription
• A subscription notice appears when I open a Microsoft 365 application
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• overcharged for microsoft 365 family classic - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Request refund - Microsoft Q&A
• cancel subscription - Microsoft Q&A